In a world where technology is becoming increasingly affordable, customer experience is one of the biggest differentiators among SaaS players. There is one thing, however, that most tech companies miss: If your employees are disgruntled or poorly looked after, they will never be able to keep your customers happy. Reasserting this belief, CX expert Deirdre […]
How would you define customer service? Is it ‘the practice of helping customers with service and support’? Well, that’s the short answer. The long answer, however, is where real customer success lies. Neal Topf, president of an award-winning call centre, and honoured as one of the top 25 thought leaders by the International Customer Management […]
Communication plays a crucial role in our personal and professional lives. It is a fundamental social skill that helps us build and enhance relationships with friends, colleagues, and family members by helping us express our messages and ideas. In the workplace environment, good communication also helps minimise errors and optimise productivity. Poor communication, on the […]
VoIP phone systems have many benefits to their business users, from collaborative tools to amazing features that elevate your business. Arguably the most important benefit is the detailed reports, and their ability to build the future foundations of your business. Detailed reports can be pulled at any time from your phone system, and can inform […]
We are living in an era of instant gratification. As consumers, we expect immediate resolutions to our problems, instant product deliveries, and the right support at the earliest. Patience is clearly getting consigned to a lost virtue, and the paradigm has evolved into immediacy. The good news is that businesses understood this trend in time […]
In a hyper-competitive market, the future of any business depends on the quality of customer service and experiences it delivers. A brand that delivers great experiences not only retains customers better, it is also likelier to benefit from positive word of mouth marketing and thus, enjoy more conversions. As per studies, 32% of customers are […]
For any business to do well, it is important that they pay attention to their customer communications. However, even more important than external communications is internal communications. Healthy internal communication not only keeps employees happy and connected to your business but is also an amazing way to provide an effective flow of communication between departments. […]
Businesses have managed the relationship with their customers for a time immemorial. For a long time, these relationships had largely been driven through direct contact with customers. Today, a plethora of software modules are available to automate customer relationship management processes in an efficient manner while driving the costs down. These are called Customer Relationship […]
People with disabilities often work with different organisations that support their talent and needs, matching their skills with suitable roles. Look around and you will find a colleague who may have physical restrictions. However, finding the right job for them is rare. The proliferation of remote work in the post-pandemic world has suddenly opened up […]
In every medium to large business, the organisation has several teams, each catering to a different function of the business. There are separate teams for sales, marketing, research, product development, testing, manufacturing, quality, operations, finance, etc. Each team has its own set of targets and metrics which they work on diligently. However, individually these results […]
All businesses know the importance of customer support and try to do what it takes to delight their customers. It is, after all, prudent to see customer service as an opportunity rather than just a cost. They see this from the prism of happier customers who will continue to remain loyal and will likely become […]
The CoVID-19 pandemic has impacted almost every human on our planet in some form or the other. With lockdowns imposed all around the globe and social distancing norms in place, people began working from home and remote work became the norm. Now, with the influx of vaccines, some employees have started returning to offices while […]
After a customer makes a successful purchase, you might think that the job is done. However, this isn’t the case! If you don’t offer any post-purchase service, you could be at risk of losing a potentially loyal customer. Some customers may also be dissatisfied with the care they receive after the sale, making them return […]
Implementing hosted IVR systems is a fantastic way to make your small business stand out from the competition. Used correctly, they can give your business communications a professional touch, no matter the scale of your business, or the industry it operates in. IVR, or Interactive Voice Response, is an automation tool that can help you […]
Business communications have come a long way since their introduction. From simple letters to magazine-like catalogues, phones, and then online communications—interacting with organisations has become easier over the past few decades. This accessibility can be attributed to the technological advancements in communication systems. With each successive iteration, these systems are improving performance, decreasing prices, and […]
